Telecoms Support Engineer - Level 2/3

About the Role

Our client is seeking a highly proficient Telecoms Support Engineer (Level 2/3) to join their dedicated support team, remotely serving clients from Plymouth . This critical role focuses on resolving complex technical issues, providing advanced troubleshooting, and ensuring the highest level of service availability for our client's telecommunications services. You will be instrumental in diagnosing and rectifying challenging network and system problems, contributing to customer satisfaction and network stability. This is an excellent opportunity for a seasoned support professional to apply their expertise in a challenging and rewarding remote environment.

Key Responsibilities

• Provide advanced technical support for telecommunications systems and services, handling escalated issues.
• Diagnose, troubleshoot, and resolve complex network faults and performance issues across various platforms.
• Perform root cause analysis for recurring problems and implement preventative measures.
• Manage and maintain network devices and systems, ensuring optimal performance and security.
• Document technical solutions, create knowledge base articles, and train junior support staff.
• Collaborate with engineering teams to provide feedback on product performance and potential improvements.
• Respond to customer inquiries and provide timely, effective technical assistance.

Requirements

• Minimum of 4 years of experience in a telecoms support role , with demonstrated Level 2/3 expertise.
• Strong knowledge of IP networking, routing protocols, and telecommunications infrastructure.
• Experience troubleshooting common telecom hardware and software issues.
• Proficiency with network diagnostic tools such as Wireshark, ping, and traceroute.
• Excellent analytical and problem-solving skills, with a methodical approach to issue resolution.
• Effective communication skills, with the ability to explain technical concepts to non-technical users.

Benefits

• Competitive salary with potential for performance-based increases.
• Fully remote working position, offering flexibility and work-life balance.
• Comprehensive health, dental, and vision insurance packages.
• Generous annual leave and a company-matched pension scheme.
• Access to ongoing training and professional development resources.